Device and Access Management Support Manager
Rippling is the first way for businesses to manage their HR & IT — from payroll and benefits, to employee computers and apps — all in one, modern system.
In just 90-seconds, a company can set up (or disable) an employee’s payroll, health insurance, work computer, and third-party apps, like Gmail, Microsoft Office, and Slack. It’s the only platform that truly unifies every employee system, and automates all of the administrative work.
Rippling is headquartered in San Francisco and has raised over $200M from top-tier investors, including Founders Fund, Greenoaks Capital, Coatue Management, Kleiner Perkins, and YCombinator.
About The Role
We are building a world-class Support team - committed to helping customers realize the full potential of Rippling. Team members focus on getting our customers back on course when challenges arise and contribute in internal discussions around product enhancements.
You’ll guide a team of Support Engineers who will be directly and enthusiastically aiding Rippling’s MDM and SSO customers. You will be responsible for the customer experience in your product areas, handling escalations, planning for new headcount, analyzing KPIs, managing performance, etc. - while working in a dynamic and fast-paced environment. You’ll build mental muscle and become a product expert - you'll be a go to resource for both customers and coworkers across the company. You will interact directly with Product and Engineering teams to identify areas where we can better serve our customer base through automation or added features.
Qualifications:
Bachelor's degree in a technical discipline (preferred) with strong academic performance
4-10 years of work experience in a customer/client facing or internal support role. 3+ of those years in a technical leadership role.
A track record of:
leading technical support or help desk teams
operating in a time sensitive environment utilizing prioritization and delegation skills
interest in tech and keeping up with industry trends; a desire to learn
working in a cross-functional environment including managing relationships with software engineering teams
clearly expressing a point of view (oral and written)
communicating with high EQ
IT related skills
Administration experience with MDM products like Airwatch or Jamf, device enrollment, profile management, apps deployment, troubleshooting, etc.
Administration experience with cloud based SaaS applications such as Office 365, G Suite, Salesforce, Workday, NetSuite, Box, etc.
Experience supporting Identity Access Management solutions such that utilize LDAP, SSO, password managers, REST APIs, etc.
A deep understanding of how SAML 2.0 works
A detailed familiarity with macOS and Windows troubleshooting
An understanding of the different functions of an IT team.
General understanding of cloud infrastructure, networking and how the internet works
BONUS: experience with Zendesk, Jira, Confluence or other similar tools
#LI-remote
Even if you don’t meet all of the requirements listed here, we still encourage you to apply. Skills can be used in lots of different ways and your life and professional experience may be relevant beyond what a list of requirements will capture.
Rippling is an equal opportunity employer.